Results: The patients perceived the help line as a professional, reliable and easily accessible asset in everyday life, that self-care is promoted through personal advice and that the help line is apartner with whom one can discuss reflections and feelings. It is also a kind of ́back uṕ. The advice service is perceived as satisfactory when the nurse is calm, friendly, confirming and shows respect. Compliance and acceptance are enhanced when patients feel involved in the decision-making process. The fact that the service is easily accessible is perceived as simple and time saving.

Conclusions: Seen from the patients perspective, the telephone contact with the help line is a simple, easily accessible and secure alternative that is appreciated and used. Caring encounters gave rise to feelings, influenced by the agreement between onés own needs and expectations, the encounter between human beings and the care provided. More in-depth studies is needed focusing on the patient́s perspective and characterizes of the caring encounter over the telephone. Relevance to clinical nursing: Improved understanding of the patient́s perspective on the care provided leads to increased staff satisfaction and motivation. Care encounters over the phone are common today for nurses and their well-being at work is beneficial for both themselves and thecare they provide and thereby for the patients.